Leads global credentialing, re-credentialing, onboarding, product enablement, data stewardship, and account-maintenance operations for B2B credit customers. Manages approximately 40–50 associates through people leaders, improves speed and compliance, monitors KPIs and productivity, strengthens controls, and drives process and technology improvements. Partners with Sales, Compliance, Legal, Support, and technology teams to resolve onboarding issues, improve customer outcomes, and communicate operational requirements.

Lead a 24x7 service desk team to meet SLAs/KPIs, manage real-time call and ticket operations, run performance management, ensure staffing and shift coverage, participate in on-call rotation, drive ITSM/Salesforce improvements, enforce security/compliance, and coordinate cross-functional escalations to maintain service availability and customer satisfaction.

Manages complex credentialing and recredentialing cases for U.S. and international applicants. Verifies identity, permissible purpose, authorized product use, business legitimacy, and regulatory compliance through due diligence, research, and document review. Handles escalated client inquiries, advises business partners, mentors team members, documents findings, and recommends process improvements. The role requires strong judgment, communication, investigative research, and knowledge of applicable regulatory requirements.